03/16/2010

Visiting the gemba when mapping processes

When documenting your processes, one of the most fundamental concepts is to ensure you engage the process stakeholders by visiting the shop floor or the workplace where the process your documenting is usually carried out.
Process mapping can be fairly simple - describe the
inputs, the transformation or activity steps and the outputs.

This can be done visually through a process map (from a simple process flow chart or if required through more complex means like value stream mapping) or through words describing the process. The target is the same – a method of conveying what happens.
Visiting the workplace or “gemba” as it is sometimes referred to is crucial as it ensures that you capture the process steps accurately.

Documenting a process away from the workplace may allow inaccuracies or subjective opinion (of how you think the process is carried out) to be included in your documentation, resulting in something that doesn't reflect reality.

Actively include the people who carry out the process in your mapping ctivity - don't be afraid to ask questions and for complex processes consider videotaping the process to playback later to allow you to take your time in transcribing the process.
When your initial draft is complete take your process back to the workplace and get it validated by operators – don’t be afraid of a little criticism if it's wrong as the idea of stakeholder involvement when process mapping is to ensure it's accurate and complete and any comments can allow you to iterate your document before publishing the final version.